**What's the Opportunity?**
cargo.one is the leading digital platform enabling freight forwarders to seamlessly search, compare, quote, and book air freight capacities across a multitude of airlines. Our solution boasts an impressive NPS of +65 and is trusted by thousands of freight forwarders globally. We are on a mission to transform how the air cargo industry operates and are looking for passionate individuals to join our ambitious team.
As our **Customer Success Manager**, you will play a critical role in ensuring the satisfaction and growth of our SMB customer base. Your main objective will be to ensure customer retention, provide quality onboarding, driving customer engagement, and identifying upsell opportunities that contribute to cargo.one's expansion.
**You can work from (almost) anywhere in South or East Europe**. Please check here if the country you are in is on our hiring list. We are a remote company, but regularly meet in person, too.
At cargo.one, we foster a positive, diverse, hard-working and feedback-heavy culture, with a strong dose of playfulness. Join us now and transform the way airlines sell cargo
**A snapshot of what you will be doing here**:
- Professionally onboard customers to ensure they make the most of their subscription and that you build a relationship with them from day one on the platform
- Actively engage with customers to understand their workflows, enabling them to leverage the right features for productivity and growth.
- Own the success and expansion of your SMB customer portfolio by exceeding growth quotas for Annual Recurring Revenue (ARR).
- Collaborate with customers to uncover their needs, positioning relevant platform features and paid modules as solutions.
- Build and execute tailored plans to educate customers about newly released paid features.
- Manage the full sales cycle for upsell opportunities, ensuring timely communication, thorough demos, and seamless deal & contract renewal closures.
- Organize and maintain a thorough understanding of your portfolio, identifying key accounts and top-tier, trustworthy customers by region.
- Provide valuable feedback to our product team based on customer insights, helping shape the future of our offerings.
**What you'll need**:
- Proactivity: We value proactivity and team members who take initiative, we fully support you but also trust you to execute as necessary without micro-management.
- Commercial Acumen: Especially for those who have chosen Customer Success as their career, and include proven track record of customer expansion both in usage and new revenue in a SaaS environment.
- Customer Focus: Ability to build trust-based relationships and empathize with customer needs, balancing both their success and company goals.
- Organizational Skills: Highly organized and detail-oriented, capable of managing multiple accounts and prioritizing effectively in a dynamic environment.
- Entrepreneurial Mindset: Proactive, resourceful, and resilient in handling challenges with mínimal guidance.
- Tech Proficiency: Strong understanding of digital tools and platforms, with the ability to quickly grasp new technologies.
- Communication Excellence: Exceptional written and verbal communication skills to engage diverse audiences and build rapport.
- Analytical Thinking: Ability to analyze customer workflows and offer tailored solutions aligned with business objectives.
- Native or equivalent in English (second language is a plus, especially: German, Spanish, Italian).
**Nice to haves**:
- Industry Knowledge: Experience in freight forwarding, logistics, or SaaS solutions for supply chain management.
- CRM Proficiency: Familiarity with tools like Salesforce for tracking customer interactions, managing pipelines, and analysing account performance.
- Data Proficiency: Familiarity with basic account data analysis to make plans and decisions about where to focus your efforts in your portfolio for maximum impact.
- _ Additional language skills._
**We think you will love working here if**:
- You value building great relationships and trust with your team and managers.
- You see working remotely successfully as a pioneering challenge which is constantly evolving.
- In everything you do, you take ownership and get a kick out of exceeding expectations.
- You love experimenting with new ideas and get super excited when you find an opportunity for process improvement.
- When faced with the choice, you'd rather opt for the ambitious to ensure you grow, than take the easy option.
- You see the value of giving and receiving feedback and incorporate this into everything you do.
- You are not afraid to voice your opinions and like using data to back them up.
**We are currently offering the following benefits globally**:
- Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. in addition to the laptop that we will have delivered to you prior to your starting date.
- Offsite